Desktop Support Technician 2

About the role

Provide service and support to university-owned, faculty, staff, and student privately-owned computing devices while providing a fresh perspective of support strategies and troubleshooting methods. Utilize different skill sets to diagnose hardware and software related problems on a variety of devices. Ensure that all repair work is performed safely and accurately to improve the longevity and usability of the equipment for the benefit of the university.

Responsibilities

• Hardware Repair
• Provide hardware repair services for university and student owned computing devices which includes warranty replacement when possible.
• Facilitate and assist in supporting the computer needs of university faculty, staff and students, including various hardware and software problems.
• Research, recommend, and assist in quoting, upgrading, replacing any computer related equipment/ devices, or implementing new technologies.
• Provide documentation for all necessary hardware repair procedures and processes to assist with continuation of work responsibilities and training of student employees.
• Evaluate university assets for reuse or disposal to ensure the equipment is used most effectively for the university's needs.
• Maintain a parts inventory for repairs.
• Initiate and confirm repair and maintenance billing to ensure receipt of payment.
• Facilitate warranty repairs with providers.
• Work closely with IT Information Security team on hard drive cloning, drive encryption, and data recovery.
• Cellular Devices Administer
• Administer the procurement, provisioning, transferring, upgrading, terminating, and end of life of all cellular enabled devices.
• Helps users select, order, and set up devices.
• Maintains the billing information within the respective vendor portals.
• Inventory Assist
• Avoid strategic planning for replacing or upgrading computer related devices as well as implementation of new technologies.
• Oversee the asset lifecycle management of hardware.
• Prep computer and other supported device operating systems and load standard software.
• Prep computers for disposal by removing administrative software and performing necessary data wipes or removals.
• Facilitate and oversee disposal of surplus assets in conjunction with selected recycling provider.
• Other Duties
• Assist walk-up service desk with hardware and software related incidents and requests affecting faculty, staff, and students.
• Supervise student workers.
• Interview and recommend for hire student employees pursuant to university and legal guidelines.
• Responsible for maintaining the confidentiality of designated information.
• Documenting work performed within the IT Service Management System.
• Absorb classroom preparations including imaging prior to semester start.
• Assist with Call Center Service Desk with phone coverage as needed.
• Operate university motor or personal vehicles safely while carrying out job responsibilities.
• Cultivate an environment of belonging that values, respects, supports, and celebrates individual similarities and differences, allowing students, faculty and staff to thrive authentically.
• Support, promote, and develop university student enrollment and retention initiatives.

Qualifications

Required Education: High School Diploma or GED equivalency. Required Work Experience: Three years of work experience in a computer-related support position. Required Licenses and Certifications: A valid driver’s license. CompTIA A+ certification required within 90 days of employment.

Benefits

Comprehensive benefit package (health care, vacation, etc.). Please see the following link for a list of benefits offered with this position.

Pay

$24.79 hourly rate pursuant to the FSU and CTA/MEA-NEA Agreement.

Schedule

Part-Time/Full-Time: Full-Time

Skills

Operate, maintain, troubleshoot, and repair laptops, desktops, and cellular devices. Installation of hardware components Operate power tools. Plan, organize, and make sound judgments and decisions. Communicate effectively both verbally and in writing. Successfully interact with a variety of faculty, staff, students and public in a variety of situations. Excellent customer service. Demonstrated successful experience working directly with people from diverse backgrounds, including cultural, educational, socioeconomic and life experiences. Ability To Interact effectively with all levels of organizational personnel and with outside vendors. Use excellent verbal and written communication skills as well as analytic, problem solving and research skills.